Support Lead

1 day ago

Mumbai, India Qrata Full time

Designation - Support Operations LeadLocation: ( Mumbai / Bangalore / On-site)Experience: 5+ yearsFunction: Operations / Customer SupportIndustry: Insurance | Fintech | Consumer ServicesAbout the RoleWe are looking for a Support Operations Lead to manage our customer support operations across multiple channels. The ideal candidate will drive service excellence, ensure SLA compliance, manage vendor teams, and build scalable processes to deliver an exceptional customer experience.Key Responsibilities- Lead the support and calling team, managing rosters, QA checks, and daily performance reviews.- Drive SLA adherence by tracking response, resolution, and escalation metrics.- Manage BPO/vendor governance – monitor arrival %, FCR, CSAT, and AHT to ensure quality standards.- Define and document SOPs for claims, service requests, endorsements, and cancellations.- Oversee CRM/helpdesk configuration (Zendesk, Freshdesk, or similar) including ticket routing, automation rules, and reporting dashboards.- Build and maintain training materials, scripts, and templates in multiple languages.- Identify and implement automation and process improvement opportunities to increase efficiency.- Ensure compliance with data privacy and regulatory standards.Must-Have Skills- 5+ years in support/contact center operations (voice-led environment).- Experience managing BPO or vendor teams with measurable outcomes.- Strong command of CRM/helpdesk tools, telephony/IVR, and Excel (pivot, VLOOKUP, reporting).- Fluency in English and Hindi (additional regional languages a plus).- Strong analytical, documentation, and process-thinking abilities.- Exposure to insurance, fintech, or consumer tech preferred.You’re a Great Fit If You:- Have a data-driven, systems-oriented mindset.- Thrive in fast-paced operational environments.- Can translate business challenges into efficient support workflows.- Are proactive in identifying issues and improving the customer experience.

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